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FAQ GGUS-Priority-Colour

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GGUS-Priority-Colour



What is the purpose of the priority colors in GGUS?

The priority colors in GGUS should help supporters getting an overview of the most important tickets. It is different to the algorithm used in the escalation reports.

Which colors are used?

Currently the following colors are used for open states:

  • green,
  • yellow,
  • amber and
  • red.

For terminal states GGUS uses

  • light blue for status “unsolved” and
  • blue for status “solved” and “verified”.

Which fields are affecting the priority color algorithm?

The priority color algorithm is affected by the status value and the priority of a ticket. The colors used for the different states are described above. The affect of the priority on the priority color algorithm is described in chapter #What is the algorithm for the expected solution time?.

Are office hours and weekends considered in the priority color algorithm?

Office hours and weekends are taken into consideration when calculating the priority color. The system assumes usual office hours from 09:00 to 17:00 o’clock UTC from Monday to Friday for all support units. Different time zones are considered too.

What is the algorithm for the expected acknowledge time?

According to the ROC - Site SLAs an "Expected Acknowledge Time" is defined. A ticket is acknowledged, if the status changes from "assigned" to any other open status. Tickets in status "assigned" are treated in a different way than tickets in other open states. The Expected Acknowledge Time is currently set to 4 hours. Tickets in status "assigned" turn to

  • yellow two hours before reaching the Expected Acknowledge Time,
  • amber one hour before reaching the Expected Acknowledge Time,
  • red after reaching the Expected Acknowledge Time.

Once changing the status to another open status than "assigned" the priority color turns to green again. The priority color calculations for the expected acknowledge times are running every 5 minutes.

What is the algorithm for the expected solution time?

According to the ROC - Site SLAs an "Expected Solution Time" is defined. The "Expected Solution Time" is currently set to 5 working days regardless of the priority. Tickets turn to

  • yellow two days before reaching the Expected Solution Time,
  • amber one day before reaching the Expected Solution Time,
  • red after reaching the Expected Solution Time.

The priority color calculation for the expected solution time is running on an hourly basis.

What if I have questions which are not dealt with by this FAQ?

Please send your question by mail to supportatnospamggus.org.